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IT Support Specialist
Scan Global Logistics. Manage and monitor IT support tickets through Jira, ensuring timely resolution, accurate documentation, and appropriate escalation .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT support procedures, technical troubleshooting, and effective communication with diverse stakeholders. Proficient in managing IT support tickets, maintaining documentation, and providing technical support for various systems and applications.
Highest-signal resume keywords
IT Support ProceduresTechnical TroubleshootingMicrosoft 365 ProficiencyERP Support ExperienceITIL Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
JiraConfluenceWindows Server 2016Windows Server 2019Microsoft Dynamics GPDynamics 365Transportation Management SystemsWarehouse Management SystemsMicrosoft IntuneSQL Server
Soft Skills
Organizational SkillsAnalytical SkillsProblem-Solving SkillsCommunication SkillsAttention to Detail
Tools & Technologies
Microsoft 365Windows 10Windows 11Android Mobile ScannersHP ComputersWindows AutopilotActive DirectoryMicrosoft Entra IDMerakiMicrosoft Azure
Certifications & Qualifications
ITIL CertificationCompTIA Certification
Industry Keywords
IT SupportTechnical SupportDocumentation PracticesGlobal IT TeamCustomer-Focused Support
Tech Stack
Tools & technologiesAndroidAzureERPJavaScriptMS SQL ServerMySQLNode.jsOraclePythonReactSQL.NET
About the role
Key responsibilities & impact- Manage and monitor IT support tickets through Jira, ensuring timely resolution, accurate documentation, and appropriate escalation
- Maintain IT documentation and support resources within Confluence
- Provide technical support for ERP, Transportation Management Systems (TMS), Warehouse Management Systems (WMS), Microsoft Dynamics GP, Dynamics 365, Microsoft 365, Windows 10 and 11, and Android mobile scanners
- Assist the network team with Windows Server 2016 and 2019 support and troubleshooting
- Participate in testing applications, system updates, and software upgrades
- Perform password resets and manage document access permissions through Microsoft Entra ID and on-premises Active Directory
- Deliver responsive, professional, customer-focused technical support to internal and external stakeholders
- Configure, prepare, and deploy HP computers, Windows Autopilot devices, and office IT equipment
- Provide occasional onsite IT support at other locations across North America
- Follow IT procedures, security standards, and documentation practices
- Report to the IT Operations Manager
- Support approximately 800 employees across 40 locations in Canada, Mexico, and the United States as part of a global IT team
Requirements
What you’ll need- Strong organizational skills and attention to detail, with the ability to prioritize multiple tasks and service requests
- Excellent analytical, logical-thinking, troubleshooting, and problem-solving skills
- Strong written and verbal communication skills, with the ability to explain technical issues clearly to users with varying levels of technical knowledge
- Solid understanding of IT support procedures, technical troubleshooting, and information technology best practices
- Ability to quickly learn and support business applications, software, hardware, and IT systems
- Proficiency with Microsoft Office applications and the Microsoft 365 environment
- Ability to work independently while collaborating effectively with a global IT team
- At least three years of related experience is required
- Ability to sit at a desk and work on a computer for prolonged periods
- Ability to lift up to 15 pounds occasionally
- ITIL or CompTIA certification is preferred
- Experience with Microsoft Intune, Microsoft SQL Server, MySQL, or Oracle databases is preferred or highly desirable
- Familiarity with Meraki, Microsoft Azure, Python, .NET, React, Node.js, or Boomi is a plus
Benefits
Comp & perks- 401(k)
- Health insurance
- Dental insurance
- Vision insurance
- Employee assistance program
- Health Savings Account (HSA)
- Life insurance
- Short-term disability insurance
- Long-term disability insurance
- Paid time off
- Tuition reimbursement
- After successfully completing the probationary period and receiving manager approval, employees may work from home one to two days per week.